Shelley Richardson
London,Canada
Summary
- To obtain a challenging position where my experience and proven accomplishments will enable me to contribute to your company's objectives.
- Able to communicate effectively and connect on all levels.
- Computer literate and proficient on multiple software packages.
- Able to establish rapport with a wide variety of clientele.
- Highly motivated, reliable, confident, and committed to professional standards.
- Excellent organizational skills.
- Able to answer customer inquiries in a tactful manner.
- Able to work in a fast-paced environment to complete tasks quickly and accurately.
- Type over 50 words per minute.
- Proficient in both Word and Excel.
Reliable Administrative Assistant skilled in clerical support and office administration. Competent in helping staff and visitors with diverse needs while handling substantial daily workload. Excels in keeping physical files and digital records accurate and current. Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
22
22
years of professional experience
Work History
Office Administration
M&K Heating and Air Conditioning
06.2022 - Current
- Enter all new installations into Service Titan
- Take payment for service paperwork and walk in customers
- Reconciling the banking and completed deposits
- Follow-up on Infractions and Water tank returns
- Managed over 50 calls, and emails from customers
- As from customers to resolve their issues
- Accounts Receivables
- Collection of overdue accounts
- Entered payroll
- Calculate and enter commissions
- Answer all incoming calls and handle and resolve customer complaints.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Handled office administration tasks.
- Supported office administration tasks to facilitate seamless daily operations and improve overall workflow.
- Maintained open lines of communication between office administration and field teams, fostering collaboration towards shared goals.
- Completed data input support for various office administration systems.
- Managed all aspects of office administration, including organizing supplies, answering phones, and filing important records.
- Supported office administration tasks such as data entry, document management, appointment scheduling, and email correspondence when needed.
- Streamlined office administration tasks for increased productivity and smooth daily operations.
- Supported office administration tasks, such as managing incoming calls, maintaining accurate filing systems, and processing payments.
Warranty Claims Administrator/Claims Processor and Adjudicator
Armour Group
06.2014 - 06.2022
- Process personal insurance claims
- Train all new staff to the department and continue to keep all current up to date on new procedures to ensure a smooth-running department
- Process and approve warranty claims
- Process invoices for payment and complete cheque runs
- File all claims and paid invoices
- Complete monthly inspections of the workplace to ensure Health and Safety protocols are in place
- Receive and input all new claims into the database
- Contact employer’s or Doctor’s for additional information for claims
- Answer all incoming calls for claimant’s, potential claimant’s and the financial institution that provides the loans to the claimants
- Review all information for each claimant and write a recommendation and send the claim for processing
- Adjudicate new claims for approval or denial
- Create payment reports to send to the creditor
- Complete updates as required.
- Supported continuous improvement efforts by identifying opportunities for process enhancements in the claims handling process.
- Balanced workload effectively, prioritizing tasks to ensure timely completion of all claim-related responsibilities.
- Investigated, evaluated and adjusted multi-line claims in accordance with standards and laws.
- Improved internal communication, effectively liaising between various departments to resolve issues.
- Developed easy-to-understand reports for management, detailing key metrics and performance indicators of the claims department.
- Achieved faster resolution times with proactive follow-ups on pending documentation from policyholders or providers.
- Managed a high volume of daily claims, consistently meeting deadlines without compromising attention to detail or accuracy.
- Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
- Reviewed applications and supporting documents to verify claims eligibility and accuracy.
- Managed workload and priorities to meet claims processing meet deadlines.
- Trained new employees on claims processing procedures, contributing to a well-prepared workforce.
- Evaluated accuracy and quality of data entered into agency management system.
- Identified fraudulent claims through thorough investigation and documentation of findings.
- Tracked and reported on claims processing metrics to aid senior management in making informed decisions.
- Responded to customer inquiries, providing detailed explanations of insurance policies and claims processes.
- Complied with regulations and guidelines related to claims processing to maintain quality and adherence to standards.
- Established positive and trusting relationships with injured clients, administering efficient customer service and processing claims quickly.
- Calculated adjustments, premiums and refunds.
- Built a reputation for professionalism and integrity through consistent adherence to ethical standards during the adjudication process.
Warranty Administrator/ Service Advisor
Dalmar Motors Ltd.
11.2005 - 06.2014
- Ensure all warranty claims are entered daily to insure prompt payment
- Follow up on any outstanding balances to ensure all accounts are kept current
- Answer telephone calls in a professional manner
- Interact with customers and staff in a professional manner and answer any questions or concerns they may have
- Complete invoices on Microsoft office to be sent for payment
- Health and Safety committee as the worker representative
- Complete monthly inspections of the workplace to ensure Health and Safety protocols are in place
- Prepare documents for the Service Manager
- Assisted with training of all new into the service department
- Complete analysis using Excel for an annual corporate increase
- Assist fellow coworkers with any tasks given to them
- Supervise the service department in the absence of the Service Manager.
- Maintained a high level of accuracy in claim submissions, resulting in minimal rejections due to incorrect information or incomplete documentation.
- Maintained thorough records of all warranty claims, ensuring accurate documentation and timely submissions.
- Reviewed warranty repair orders for proper completion, accuracy and legibility to reduce processing delays.
- Supported service department in understanding applicable warranties, leading to improved accuracy in diagnosing warrantable repairs.
- Collaborated with service technicians to accurately diagnose vehicle issues and determine warrantable repairs.
- Submitted supporting documents to satisfy criteria required by manufacturer or distributor.
- Analyzed warranty data and provided regular reports to management, highlighting trends and identifying areas for improvement in service delivery.
- Monitored factory recalls and announcements to stay on top of changes.
- Stayed up-to-date on changes in manufacturer warranties and communicated updates to service department staff as necessary.
- Processed claim paperwork and followed up on missing information to complete processing.
- Developed strong relationships with manufacturer representatives, facilitating smoother communication and faster claim approvals.
- Conducted regular audits of warranty work orders to ensure compliance with manufacturer guidelines and maintain dealership reputation for quality service delivery.
- Maintained detailed service and customer records.
- Managed warranty parts inventory, ensuring prompt return to vendors for reimbursement purposes.
- Enhanced customer satisfaction by promptly addressing and resolving warranty claims.
- Streamlined the warranty process for increased efficiency and faster claim resolutions.
- Reviewed monthly reports to identify trends in warranty claims, informing strategies for reducing future issues or expenses associated with unwarrantable repairs.
- Resubmitted rejected claims or received write-off authorization to maintain records and proper documentation.
- Reconciled monies due, followed up on outstanding claims and worked with accounting department to obtain payments.
- Reduced company costs by identifying and preventing unwarrantable repair expenses.
- Analyzed problems, identified trends and developed strategies to optimize claims process.
- Assisted in training new staff members on warranty procedures, contributing to a well-informed team capable of handling complex claims efficiently.
- Gathered paperwork and contacted customers to book appointments.
- Negotiated goodwill assistance from manufacturers when appropriate, securing financial relief for customers facing costly non-warranty repairs.
- Identified areas of improvement within the warranty administration process, implementing changes that led to increased efficiency and cost savings for the company.
- Oversaw logistics for incoming replacement parts and outgoing shipments of defective components.
- Liaised with manufacturers to expedite claim processing and secure reimbursements for completed repairs.
- Educated customers on their vehicle''s warranty coverage, resulting in enhanced customer experience and trust.
- Implemented effective communication strategies between departments, fostering a collaborative environment that improved overall workflow within the company.
- Promoted transparency with customers by providing detailed explanations of their vehicle''s warranty coverage during the onboarding process.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Generated, posted and attached information to claim files.
- Checked documentation for accuracy and validity on updated systems.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Verified client information by analyzing existing evidence on file.
- Modified, updated and processed existing policies.
- Posted payments to accounts and maintained records.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Coordinated with contracting department to resolve payer issues.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Communicated effectively with staff members of operations, finance and clinical departments.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
- Reduced wait times with efficient coordination of service tasks among technicians.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
- Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Streamlined appointment scheduling for improved efficiency and increased daily appointments.
- Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
- Developed customized preventative maintenance plans for clients based on their specific needs, contributing to long-lasting client relationships.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained new personnel regarding company operations, policies and services.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Increased efficiency and team productivity by promoting operational best practices.
- Cross-trained and backed up other customer service managers.
- Implemented and developed customer service training processes.
- Investigated and resolved accounting, service and delivery concerns.
- Sought ways to improve processes and services provided.
Receptionist
Dalmar Motors Ltd.
01.2003 - 11.2005
- Answered all incoming calls in a professional manner and directed to the appropriate staff member
- Entered daily cash receipts
- Took payment from customers and balanced the till each day and completed deposits and conducted banking
- Completed any necessary filing to ensure a neat work environment
- Prepared and typed reports for the controller each month.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Answered central telephone system and directed calls accordingly.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Managed multiple tasks and met time-sensitive deadlines.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Maintained confidentiality of information regarding clients and company.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Assisted with planning office events and meetings for smooth execution.
- Assisted in the onboarding of new employees by preparing orientation materials and providing guidance on company policies.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Routed incoming mail and messages to relevant personnel without delay.
- Handled assignments independently with good judgement and critical thinking skills.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Education
Bookkeeping - Bookkeeping Essentials
Fanshawe
London, ON06.2025
High School Diploma -
South Secondary
London, ON06.1991
Skills
Office Administration Expertise
Business office administration
Office Administration
Office Administration Experience
Office Administration Duties
Office administration tasks
Office administration knowledge
Advanced MS Office Suite
Administration and management skills
Languages
English
Professional Working
Timeline
Office Administration
M&K Heating and Air Conditioning
06.2022 - Current
Warranty Claims Administrator/Claims Processor and Adjudicator
Armour Group
06.2014 - 06.2022
Warranty Administrator/ Service Advisor
Dalmar Motors Ltd.
11.2005 - 06.2014
Receptionist
Dalmar Motors Ltd.
01.2003 - 11.2005
Bookkeeping - Bookkeeping Essentials
Fanshawe
High School Diploma -
South Secondary
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